Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My HVAC system stopped working (yesterday). I paid a $300 emergency fee for the visit. I was told by the tech that as he couldnt fix it that evening he or another tech would return the following day with the part (30 min labor). I informed him that Im a RN and wouldnt be available prior to 7 pm for the next 3 days. The following day I wouldnt be home until 8 pm. The tech told me that he or another tech would return the next evening at 8 pm or after and there would be no additional emergency fees placed placed. He stated this multiple times. Due to this I paid for the part and the family program membership. The total for the emergency fee, diagnostics, part, family plan came to over $2000. I called the following day (today) to make sure a tech would be out and the company refuses after hours without the $300 fee. I have no heat, cannot wait days, and was told multiple times by the tech that the fee would be waived. I either want the company to send the tech as promised in the time frame without the fee but as this may not reach them then I want a full refund immediately. I called for the number of the part so another company can order and place and they refuse to give it to me in a timely manner to be ordered and placed.

  Customer Answer

  Date: 02/15/2025

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 02/20/2025

  Our technician, ***, initially diagnosed a faulty gas valve during his visit. We returned on a subsequent day to replace it, successfully getting the furnace up and running. However, shortly after, the furnace shut down again.
  
  Later that night, we dispatched our technician to investigate further. We checked the condensate drain and trap within the furnace, clearing any blockages to ensure proper drainage. We also verified that the condensate piping was free from obstructions. Additionally, we inspected the venting and the inducer motor,finding both to be functioning correctly.
  
  Without access to technical support, we concluded that the issue likely stemmed from the control board. We presented the client with repair options, which she ultimately declined. We have documented our findings and the closeout process in signed paperwork.
  
  I reached out to the client to offer a refund of her membership fee of $360.00.While she declined the refund, the offer still stands should she change her mind. As of now, she has received the services she agreed upon with Addarios.

• Initial Complaint

  Date:08/24/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted with Addario's for the replacement of my failing central air conditioning in my 4 room condo (3rd floor of 3 story condo). After a site and AC inspection, I signed a contract with Addario for replacement at their price of $15,954.25 and paid 40% down on 7/17/24, with another 40% due at construction start and 20% on completion. The Start was delayed due to Addario until 8/7/24. At approximately this time, I was informed that there was an increase in costs of $3,000.00 due to installation costs. Addario immediately incurred these unforeseen costs without consultation with me and demanded payment. There was no breakdown or description or detailed estimate of the revised costs, just a demand for an extra $3,000. I told them that installation costs should have been revealed by the pre-construction site survey and should have been covered by their initial installation cost estimate. They did not budge. In order to get my AC installed and working, I paid the extra $3,000 as well as the other remaining costs on 8/23/24 (Total paid: $18,954.25) while stating my objection to their $3,000 increase. I am seeking to be reimbursed for the $3,000.

  

  Business Response

  Date: 09/20/2024

  Additional work was explained to the customer. The old unit was much smaller than the new unit. The unit support system and connected roof area was in bad shape also. To support the new unit properly and seal the roof weather tight, this was necessary for the work to continue. Our Install Manager called the client to get approval before doing the additional work and the client approved the additional work. The additional work was performed the next day, Addario's returned to complete the install in the next few days.

• Initial Complaint

  Date:08/12/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Addario put me on their mailing list and I have tried repeatedly to remove myself from their list to no avail. They email daily and are no texting me daily and I cannot figure out a way to stop the junk spam.

  

  Business Response

  Date: 08/20/2024

  Information has been remove from our system.

• Initial Complaint

  Date:06/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July 2023 we installed a heart pump at our house. When finished, the system was operating fine under the cooling setting. In September/October we tried to use the system for heating, but it did not work. After two different visits from two different technicians, the issue was not fixed. The team said that the heat pump cannot work when its ***** degrees out. In May of 2024 we asked them to check on the heat pump because it didnt pump cool air. After numerous visits, a week later, the issue was fixed by an electrician. Two hours after the electricians visit, there was a leak in our ceiling. Addarios team came back to find out what was wrong and realized the insulation around their install was not up to standards. There was condensation around the new system. Thats because there was zero insulation installed. They came out again a couple of days later to fix it, and they kept asking who did this job and how bad it was done in the first place from the install team; which was one of their coworkers. They also said that the person that installed this is no longer with the company; he was fired. In June of 2024, there was another leak from the system through our ceiling. They came out to inspect and could not find the leak. They turned on the system, it started leaking again, and they said that the leak was 99% coming from the ductwork. The leak from the ductwork they pointed out is the spot right next to the install they did. They said that whoever installed the ductwork in the first place did a bad job. There was no insulation under that specific part. We had no issues before with leaks until Addarios did work in my house. On June 19 they told me that they will get back to me with an estimate to fix this because its not their fault. Today, June 29, I still havent received a call from them. They are ignoring my calls and they are not answering my questions. This has been a terrible experience all together and I will not ask for their services ever again.

  

  Business Response

  Date: 07/09/2024

  Our last visit to the home we discovered the existing insulation isnt on the bottom of the supply trunk. We quoted the homeowner to replace the insulation which is a very tedious task given the attic accessibility and the scope of workload to be done. He declined to have the work performed. If there was anything wrong with the specific Addarios installation, we would stand behind the work we performed. Anything outside of that would be the homeowners financial responsibility. 

  Customer Answer

  Date: 07/09/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The technician came out to inspect the system on 6/19 and he could find where the leak was coming from and there was no issue with the system they installed. He recommended we update the ductwork in the attic, but after numerous attempts on my behalf to get an estimate, nothing was sent to me to this date. I DID NOT REJECT their estimate; in fact I have asked for one again on 6/26. Also, I brought another company out for a second opinion and they found the following issues. Coil is tilted away from the *** pipe, there is an opening between the coil and duct work connection. Everything they found was caused by the improper install that was done by Addarios. I have also photos of the leak, the opening, and the damage to my ceiling. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Marios

   

   

  

  Business Response

  Date: 09/20/2024

      We connected the client with an affiliate contractor which they repaired the ceiling and related. All work is complete and operational at this time.

  Customer Answer

  Date: 09/29/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:03/14/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  At the end of February 2024 **************** provided an in depth in person consultation and quote for a full system to replace my oil - dependent heating system with a fully electric system. After agreeing on a price and paying an initial deposit by check that day, on March 6th (after the check had been long deposited) they stated they forgot to include a critical part of the system that was discussed in depth during the quoting process in the contract. Having this happen along with other smaller issues we decided that we no longer wanted to move forward if the contract was voided by missing critical infrastructure, so we asked for a full refund. The company owner came by along with the sales person to try and convince us otherwise, but upon learning we had already decided not to, the owner stated he did not know who was responsible or how to do a refund, so we emailed the person who sent the contract and tried to follow up, but the front desk nor sales team never called back to update us on the status.

  

  Business Response

  Date: 03/19/2024

  Refund is in process and will be Fedex'ed out to the customer this week.  The tracking # will be text to customer.

• Initial Complaint

  Date:01/18/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October 2022, ******* started an install of two hvac units in our apartment. These units did not work correctly until August 2023. As a result, we asked and were granted the start of the full sevice and parts 1 year warranty in August 2023. Today, our heat is not working and I called for a service call and they refused to honor the warranty.

  

  Business Response

  Date: 01/25/2024

  GFI tripped for safety.  We went out the next day and the heat is running.

• Initial Complaint

  Date:12/09/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired addarios to install a new ac/ heating system for ** with mini splits. During the install they cut a water pipe and had to do a shut down of everything to fix. A few months later we called ** the system didn't seem in sync and when we wanted to turn the ac on rooms went on and off not following the settings. We had a technician out about 5 months after install who told us its a " setting problem" and that we shouldn't use the auto feature. Fast forward another 7 months ( just slightly out of warranty) we had an emergency heat situation where the addarios tech came out and told us the install and program was wrong. So regardless of the initial issue and follow up within warranty which passed over the issue we had to pay $600 for repair.

  Customer Answer

  Date: 12/19/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:10/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new heating system for my home. The system was installed and inspected by the company and it wad running but the blower was making a noise sp a tech came out to fix the issue. Instead of fixing the issue he broke the thermostat and claims we have to pay an additional $600 to fix my new system. I called addarios and was told a manager would call me and I was never called. I was told another tech would come out and check the system and it didn't happen. Now it's getting cold and my new system doesn't work

  

  Business Response

  Date: 10/16/2023

  This is an existing wire from the thermostat to the furnace..  

  Customer Answer

  Date: 10/20/2023

  Iter Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed 

  I paid for a new heating system. The system was inspected by both Addarios and Eversource. The blower was making a noise. So a technician came out and said there is a problem with the thermostat. Now my new system doesn't work. If the thermostat was not properly installed that is the vendors responsibility. I paid for the system in full but the system is not working. I shouldn't have to pay extra because the system was not properly installed. 

  
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 01/25/2024

  We performed all tasks "Per our contract".  The homeowner had a bad thermostat wire somewhere between the new furnace and the thermostat.  We installed a wireless thermostat on 10/23/23 and the heat has been working since.  There was one call but the client cancelled it on 1/2/2024.

• Initial Complaint

  Date:08/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Options were provided to my elderly 83 year old father that did not provide a solution to the **** system issue of two zones not holding heat at the same heating temperature with thermostat. A new system was purchased the problem is still not solved. The solution failed. Contact was promised by owner of company and calls were never returned after failed installation to resolve original issue.

  

  Business Response

  Date: 09/05/2023

  We replaced the furnace and zone dampers, a solution to replace the air conditioning part of the **** system was provided and declined by the homeowner. We are more than happy to send out a comfort advisor and revisit the solutions. Please be aware the solutions will apply a cost to be performed.

• Initial Complaint

  Date:08/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 7th, 2022, I scheduled a consultation to switch from our oil unit to a gas one, which would take place in the spring/summer. I paid a deposit of $2,035. The following steps in the process took us several months to complete. I scheduled an appointment with ***** for an inspection as required for the heat loan. ***** canceled their initial appointment and eventually was able to come out on 3/16. On 3/17, we finally received our heat loan intake form required for a heat loan. On 3/24, ****** from Addarios sent our application to Mass Save, and we could then apply for our loan. We applied for the loan at several banks and were denied for not owning the home- which we were assured at our consultation wouldnt be a problem. I then contacted Addarios several times to notify them of the situation and request a refund. At this point, three of their employees (*******, *******, and ****) all mentioned that this contract shouldnt have gone through since we are not homeowners and that they would pass our request to management. Management has since refused our calls and has not called us back, but **** told me the request was denied. I also want to mention, that our signed contract was not sent to me until 7/31- which I had called in December and several times after for it to be emailed. Due to this experience and circumstances out of my control, I request immediate action for the refund asked for. I am hoping the Better Business Bureau can assist in this matter.

  Customer Answer

  Date: 08/23/2023

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 08/28/2023

  Refund will be issued to the customer.

  Customer Answer

  Date: 08/29/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************************